Covid-19 has changed the world as we know it, and its impact would be felt long after it is gone. One of the industries that has been impacted is call center outsourcing industry, which caters to thousands of companies within the country and outside it. However, the best companies still kept their promises and utilized their technical expertise to deliver call center services via work-from-home model.
As business processes get more complex with each passing day, improvement in call center operations is necessary. Most companies have recruited call center outsourcing companies that are specialist in their domain, and help businesses achieve their goals. But, in order to get the right rewards, you need to explore different avenues and come up with the perfect call center outsourcing strategy.
Departmental segregation is often a major stumbling block in the success of a call center service. As different departments are not in sync with each other, they are unable to coordinate and bring a query to an appropriate resolution. For example, if a customer calls an inbound customer care and says that he wants a waiver for ‘late fee charge’. In case, he does not get the waiver and later decides to quit the subscription, then your retention team should be kept in loop of the ongoing situation. This might help in bringing back the customer e.g. retention team can step in at the right moment and prevent customer turnover. But unfortunately, most call center operations do not get these fundamentals right, and often suffer. One way to get rid of this problem is by running a single multi-departmental call center operation or choosing comprehensive call center outsourcing services.
In this day and age of competition, people are forgetting basic behavioral etiquettes. The cultural shift is pretty common in different parts of the world. But one place where you cannot compromise etiquettes is call center services. An agent needs to be at his best behavior with the customers and a manager needs to behave well with the agents to keep them motivated and positive, and so on. In all this, etiquettes play a major roleContinue reading
In the past, offshore call centers were scoffed at by companies. Especially companies in the developed world were very apprehensive about the operations of call centers in the developed world. But nowadays, we are seeing a change in preference of companies towards outsourcing. It is a trend brought about by the tenacious efforts of call center companies across the world, especially in India. When you outsource call center India, you are immediately able to cut down on your expenses, thereby increasing the overall profits.